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TSB 'limiting access' to platforms amid IT woes

By James Sillars, Business Reporter
TSB's internet banking is operating at about 50% capacity despite the bank's boss saying earlier that the service was "up and running".
Customers reported they were able to access their accounts after the lender took its digital banking platforms offline to fix a bungled system upgrade.On Twitter in the early hours of Wednesday, the bank's boss declared services were "up and running" again.But in a statement late in the afternoon, TSB's chief executive Paul Pester said: "The challenge we are facing at the moment is that while we know everything is working, one of the main ways that our customers see everything is working - through our internet banking and mobile app - isn't functioning as well as it should be, and for this I'm truly sorry."The company said mobile banking is operating at more than 90% capacity and its internet banking is operating at about 50%.Mr Pester tried to reassure customers that "the engine room of the bank is working as it should" and everything was running smoothly for the "vast majority" of its five million customers.TSB earlier clarified that access to accounts was being strictly limited to prevent a surge of anxious customers from crashing the new system's servers.
TSB 'limiting access' to platforms amid IT woes

Image:
TSB's message to digital banking customers on Tuesday morning
They were taken down on Tuesday morning for urgent work as customers endured a fifth day of frustration.It had been hoped the fix would take a few hours.While TSB mobile app and online customers tweeted to say that they could access their accounts, many messaged Mr Pester directly to complain about continuing access problems.
Gripes among those able to log in included sub-accounts and premier features going missing. Others said they were still unable to access the platforms at all.
Why do you & @TSB continually release fake news statements making everything sound okay & crisis is over. We may be able to login if we persist, but when you get in and it's not in any kind of functional state whats the point? I'm fed up of the lies and cheesy smile #TSB #TSBDOWN— IGardener (@agedcommuter) April 25, 2018
One user said she had used an opportunity to log in to transfer all her money to another lender.TSB is facing the prospect of a massive bill from regulatory fines and compensation over the incident, which began on Friday when it had warned its 1.9 million digital customers they would be unable to access their money because of a platform upgrade from old servers linked to Lloyds, its previous owner.That work was scheduled to be completed on Sunday evening but left customers without access to their money.
TSB 'limiting access' to platforms amid IT woes

Video:
TSB boss 'could be grilled' over shutdown
The disruption spilled over into branches as people demanded answers and TSB later admitted that several hundred customers had been wrongfully given access to customer data they should not have seen amid the mayhem.The bank has pledged to consider every case for compensation and not leave any customer out of pocket.Mr Pester, who has apologised profusely for the troubles, declined the opportunity to take some financial responsibility of his own for the mess during an appearance on Sky's Ian King Live on Tuesday evening.
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TSB 'limiting access' to platforms amid IT woes

Video:
Bank chief apologises 'profusely'
When asked if he would give up his annual bonus, he said that was a matter for the bank's remuneration committee.TSB's latest annual report showed how his total pay last year was limited by almost half to €1.75m as certain awards were deferred on condition of a successful migration from Lloyds ownership.
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